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Message 1 of 5

Switch from Sky to BT Farce

Hi all,
I didn't think I would ever have to register on another broadband community site after cancelling with Sky and switching over to BT.

Bit of background history on my quest to get broadband after moving house on the 27th of Jan 2013.
We was with Sky at our previous address so decided to stick with them when we moved. Placed the order 2 weeks before moving and was promised their will be no problems (What a lie that turned out to be)
Activation date came 28/1/13 and wasn't activated.

Cutting it short Sky messed us about for nearly 1 1/2 months. Broken promises, lies the whole 9 yards. Eventually we was advised that BT had put a TAG on the line that was preventing Sky to activate the BB. So Sky contacts BT to have the TAG removed. After waiting for another 2 weeks for this to happen we was no closer from BT removing the TAG.
I had enough of Sky and their appalling customer service and decided to cut the middle man out and cancel and go with BT as they were the providers for the previous owners of our property.

We placed the order with BT on the 18/3 and once again we were promised that their will be no problems switching over. I explained that BT had a TAG on the line and Sky never got round to activating the BB because of this. The lad taking the order advised us that there will be no need for a MAC code nor a visit from an engineer to our main exchange and can be remotely activated as BT's equipment is still on the exchange.
He gave us an activation date (4/4/13) so we waited. The day comes round and the phone line is activated but no sign of the broadband being activated. So the day after I'm straight on the phone being pro active knowing the problems I previously had with Sky I wanted to nip this in the bud ASAP.

Spoke to a lady from India (5/4), we were advised that the broadband will be activated in 24hrs - that never happened.

2nd call (6/4) - Spoke to an Indian lad, he advised us it will be a further 48hrs... I had to explain that we do not have to provide a Mac code etc etc. Waited the 48hrs still no activation.

3rd call. Spoke to a lady from the UK (. I explained the situation again! She then advised me that the order had been cancelled! Without us being notified! Due a Mac code being needed. She looked in to our case and realised no MAC code was needed. Apologised for the cancellation. She then said she will call OpenReach and will call back in 20mins.. She calls back with further information (this can't be true!) She said "The main reason why the order has been cancelled is due to Sky still having an open order and haven't closed it down".
What garbage! I checked 2 weeks ago that Sky had cancelled the order down!
How was our phone line switched from Sky to BT then???

We now have to wait a further 72hrs for BT to apparently wait for Sky to close the order down so BT can then open a new order that will take a further 5-10 working days to complete our broadband activation! !!

Can someone please shed some light on my situation? I'm losing my mind...

Ps sorry for the long post but I wanted to get as much info in as possible.
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Distinguished Sage
Message 2 of 5

Re: Switch from Sky to BT Farce


I am sorry to see you are having problems

I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them

They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress

They are a UK based BT specialist team who have a good record at getting problems solved

This is a customer to customer self help forum the only BT presence here are the forum moderators

Message 3 of 5

Re: Switch from Sky to BT Farce

Thanks I've left them a message.

The broadband light is now flashing orange and purple. It was red since the 4/4.
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Message 4 of 5

Re: Switch from Sky to BT Farce

Not heard back from them
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Message 5 of 5

Re: Switch from Sky to BT Farce

@broadbandHell wrote:
Not heard back from them

I can see your email in our queue and it should be picked up today. Sorry for the delay.

BTCare Community Mod

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